Refund Policy

1. Our Payment Processor

All Trimly subscription payments are processed by Paddle, who acts as our Merchant of Record. This means Paddle is the seller of record for regulatory and tax purposes, and refund requests are processed through Paddle.

Paddle processes Trimly software subscription fees only. Trimly subscriptions do not purchase physical goods or in-person barber services.

To request a refund, you can:

• Email us at billing@trimly.app and we will raise the refund request with Paddle on your behalf
• Contact Paddle directly through your payment receipt email
• Use the customer portal link in your subscription confirmation email

2. Subscription Cancellation

You may cancel your subscription at any time from:

• The Trimly app → Profile → Subscription → Cancel Plan
• The Trimly landing page → sign in → account settings
• The Paddle customer portal (link in your billing email)

Cancellation takes effect at the end of your current billing period. You will retain full access to paid features until that date. We do not offer partial-month or partial-year refunds for early cancellation, except as described below.

3. 14-Day Cooling-Off Period (EU & UK)

If you are resident in the European Union or United Kingdom, you have a statutory right to withdraw from a digital subscription within 14 days of first purchase, without giving a reason, provided you have not yet used the paid features.

Once you access paid features (such as AI face scan, AR try-on, or unlimited bookings), you acknowledge that the service has begun and the right of withdrawal is waived, in accordance with EU Directive 2011/83/EU and equivalent UK legislation.

To exercise the right of withdrawal, contact us within 14 days at billing@trimly.app.

4. Refunds at Our Discretion

Outside of statutory rights, we may grant refunds at our sole discretion in the following circumstances:

• Technical issues on our side prevented you from accessing the Service for a significant period
• You were charged twice for the same subscription period (billing error)
• You subscribed by mistake and contact us within 48 hours of the charge, without having used any paid features

We are not obligated to provide refunds beyond what is required by applicable law.

5. Annual Plan Refunds

Annual subscriptions are charged upfront for the full year. If you cancel an annual plan:

• You retain access through the end of the annual period — no refund is issued for unused months
• Exception: If you cancel within 14 days of purchase and have not used paid features (EU/UK right), a full refund is issued
• Exception: Billing errors are refunded in full regardless of plan type

6. Free Tier

The Free plan has no charge and therefore no refund policy applies.

7. Barber Commission

Platform commissions on completed bookings are non-refundable once a service has been delivered. If a booking is cancelled before the service is performed, any commission collected will be reversed in accordance with the barber's cancellation policy.

8. Disputes

If you believe you have been charged incorrectly, contact us first at billing@trimly.app before raising a dispute with your bank or card issuer. Chargebacks raised without first contacting us may result in account suspension pending resolution.

9. Contact

For all billing and refund enquiries: billing@trimly.app
We aim to respond within 2 business days.